Technical Support Analyst Senior Resume

SUMMARY

An accomplished IT professional with a successful career reflecting strong relationship development, leadership and a client - focused approach.

PROFESSIONAL EXPERIENCE

Technical Support Analyst Senior

Confidential

Responsibilities:

IT Production Support Analyst for multiple financial applications under the requirements of the Sarbanes Oxley Act in a bank holding company environment.
Supported WebLogic and Tomcat instances for both model office and production UNIX environments.
Support included applications in both a Windows 2003, 2008 and UNIX environments running with either Oracle or MSSQL databases.
Performed model office and production system change deployments for multiple financial applications in both Windows and UNIX as well as WebLogic instances.
Served as the first point of contact for end-user support issues for internal and external customers by analyzing issues/problems and using judgment to make decisions.
Applied knowledge of company policies and standard practices in executing all change requests in a timely manner during system deployments.
Utilized knowledge of standard support issues and company procedures to identify and document customer issues for problem resolution.
Applies a systematic problem solving approach to gather needed information, evaluate alternatives, and prioritize actions.
Responded promptly and professionally to customer requests while keeping them up to date on issues encountered.
Handled complex internal and external support issues.
Mentors and trained team members.
Applied company goals and practices for problem resolution.
Exhibited excellent judgment and technical knowledge when recommending solutions to senior management.
Committed to provided outstanding service to customer needs.

Application Developer

Confidential

Responsibilities:

Performed system development and maintenance on Confidential Mortgage’s home mortgage origination system. This system was written in the Progress development language running on a UNIX platform with its own proprietary database.
Provided on-call support for the production system.
Acted as group subject matter expert in the areas of loan Status’s / menu Flow, reports, and the Neli/Shaw loan servicing system
Performed Java system developments and updates for B2B electronic commerce systems.
Responsibilities included Java coding necessitate by XML transaction design changes.
Performed unit testing using Oracle SQLplus.

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